Troubleshooting

Calls don't show up in Google Analytics, Google Ads, Meta, HubSpot or Zapier

Short answer

Each call is sent once, after it ends and its recording, transcript and AI labels are ready, and only to the integrations whose settings it meets. Open the call in Tracked calls to see whether it was sent, then check that integration's settings.

Applies to
Google Ads integration, Google Analytics integration, Meta Ads integration, HubSpot integration, Zapier integration
Works with
Google Ads, Google Analytics 4, Meta Ads, HubSpot, Zapier
Who can do this
An Owner or Editor on the account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

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  1. What are you seeing?
  2. No calls in Google Analytics
  3. No conversions in Google Ads
  4. No conversions in Meta
  5. Calls aren't logged in HubSpot
  6. A Zap doesn't run
  7. What to send us
  8. Related

What are you seeing?

Start with the call. In the Enfonica Console, go to the tracking site's Tracked calls, open the call, and look at its Integrations section:

  • pushed next to an integration means Call Tracking sent the call, and it was accepted;
  • failed means it was sent and refused, with the reason below it;
  • no entry means the call wasn't sent there, usually because it didn't meet that integration's settings.

Three things apply to every integration:

  • Calls are sent once, when they're complete. A recorded call waits for its transcript, and for its AI labels if AI Call Insights is on. A call isn't sent again later, even if you change a setting or its labels.
  • A paused tracking site sends nothing. Its Integrations page says so. Resume the site to start sending again; calls from while it was paused aren't sent.
  • A disabled integration sends nothing. Its card on the Integrations page shows whether it's enabled.

No calls in Google Analytics

The call was missed or too short

Google Analytics gets only answered calls at least as long as its Minimum call duration (seconds), 60 seconds by default. With 0, every call is sent, including missed ones. To learn more, see Are missed calls sent to Google Ads and Google Analytics?

Fix

Change the minimum under Configure on the Google Analytics card, if you want shorter calls counted.

Calls go to a different stream

If the Measurement ID isn't the stream whose tag runs on the website, calls arrive as new, unassigned users. The card warns you when it hasn't seen that ID on the website, and suggests the one it has seen.

Fix

Select Configure, switch to the ID the website uses, and enter an API secret created on that stream. Calls already sent aren't moved.

The Measurement ID or API secret is wrong

Google Analytics accepts events even with some wrong details, so the call can show pushed and still not appear.

Check

Compare the Measurement ID and API secret under Configure with the ones in Google Analytics. To learn where to find them, see Get the Measurement ID and API secret.

Fix

Enter the right ones and save. Then check the Realtime report in Google Analytics after your next call: its standard reports take longer to fill.

No conversions in Google Ads

The call didn't qualify

Google Ads gets only calls from visitors who clicked a Google ad, that were answered and lasted at least the Minimum call duration (seconds), 60 seconds by default. If Only push calls with these labels has labels, a call also needs one of them. A call that doesn't qualify shows no Google Ads entry.

Fix

See When do tracked calls show up in Google Ads? for which calls qualify, and change the settings under Configure on the Google Ads card if you want more calls sent.

If the Google account's access to Google Ads was removed or has expired, the next call shows failed with "Google Ads access has expired or was removed. Reconnect Google Ads on the Integrations page." The Google Ads card then shows disconnected, and later calls aren't sent.

Fix

Select Connect on the Google Ads card, and sign in with a Google account that has access to the client's Google Ads account. Then select Configure and check the customer and conversion action. Calls from while it was disconnected aren't sent.

There's no conversion action, or it was removed

If the card shows (not fully configured) next to its status, no customer or conversion action is selected, and no calls are sent. If the conversion action was removed in Google Ads, or can't receive calls, each call shows failed with "The selected conversion action can't receive calls."

Fix

Select Configure on the Google Ads card, and select a conversion action, or select Create a new conversion action. Then select Save.

The call shows failed

The reason under the call's Google Ads entry says what went wrong, and what to do. The most common:

The call shows What it means
"The connected Google account can't upload to this Google Ads account." Reconnect with a Google account that has Standard or Admin access to the Google Ads account.
"Google Ads couldn't match the ad click to this account." The ad click came from a different Google Ads account than the customer selected under Configure.
"The ad click was too long before the call for the conversion action's click window." There's nothing to fix for that call. Google Ads accepts only calls within the conversion action's click window.

A temporary fault, such as Google Ads being unavailable, is retried a few times. Other failures aren't sent again. The Google Ads card also says how many calls failed in the last 7 days, with the latest reason, and View calls lists them.

Fix

Fix the reason the call gives. For every reason and its fix, see Google Ads troubleshooting. If the reason isn't clear, contact support with the call's time.

No conversions in Meta

The visitor didn't come from a Meta ad click

Meta can match a call only to a visit that started from a link with a Meta click ID (fbclid) in its address. Calls from other visitors, and calls to static tracking numbers, aren't sent, and the call shows no Meta entry.

Fix

There's nothing to fix: those calls can't be matched to an ad.

The call didn't meet the settings

Meta gets only calls at least as long as Minimum call duration (seconds), 60 seconds by default. If Only push calls with these labels has labels, a call needs at least one of them, and only recorded calls analysed by AI Call Insights have labels.

Fix

Change the settings under Configure on the Meta Ads card.

Meta access was removed, or there's no pixel

Check

Look at the call's failure reason, or the Meta Ads card. The card says when Meta didn't give a pixel to send conversions to.

Fix

Reconnect Meta Ads on the Integrations page, with a Meta account that has access to the ad account's pixel. To learn how, see Send call conversions to Meta Ads.

Calls aren't logged in HubSpot

HubSpot was disconnected

If the Call Tracking app was uninstalled from the HubSpot account, or its access was removed, the HubSpot card shows disconnected. The first call after that shows the failure, and later calls aren't sent.

Fix

Reconnect HubSpot on the Integrations page. Calls from while it was disconnected aren't sent.

The caller isn't a contact, or the call was missed

HubSpot logs a call against the contact with the caller's number. If no contact matches and Create new contacts is off, the call isn't logged. If Push missed calls is off, missed calls aren't logged. Both start on.

Fix

Turn them on under Configure on the HubSpot card, if you want those calls logged.

HubSpot refused the call

A call that HubSpot refuses shows failed with the reason, and isn't sent again.

Fix

Fix the reason it gives. If the reason isn't clear, contact support with the call's time.

A Zap doesn't run

The Zap is off

A Zap receives calls only while it's turned on in Zapier. What the call shows depends on how Zapier stopped it:

  • No Zapier entry: Zapier told Call Tracking the Zap was turned off, so the call wasn't sent to it.
  • failed, with "The Zap is turned off or was deleted": the call was sent, and Zapier refused it because the Zap is off or deleted. Call Tracking then stops sending to that Zap, so later calls show no Zapier entry.

Fix

Turn the Zap on in Zapier. Calls from while it was off aren't sent.

The token was rotated

Selecting Rotate token on the Zapier card stops every Zap that used the old token.

Fix

Update the Call Tracking connection in Zapier with the new token, then turn each Zap off and on again. To learn more, see Rotate or delete the token.

Zapier didn't accept the call

A delivery that fails, or that Zapier doesn't answer within 10 seconds, shows failed and isn't sent again.

Fix

Check the Zap's history in Zapier. If the reason isn't clear, contact support with the call's time.

What to send us

Include these and we can find the call straight away.

  • The tracking site's name in the Console.
  • The tracking number that was called, and the date and time of the call.
  • The caller's number, if you know it.
  • What you expected to see on the call, and what it shows instead.
Contact support

Our support team will reply by email.